Add-on | AI agents - Advanced |
You must be on the Pro or Enterprise pricing plans for the Freshchat integration.
This article walks you through the preparation needed from you in order to connect your AI agent in Ai agents - Advanced to Freshchat. The preparation includes obtaining information from Freshchat and as well as initial setup.
First, obtain three pieces of information prior to launch day:
Afterward, proceed to the initial setup below:
- Step 1: Setup Welcome message
- Step 2: Setup assignment rules in Assignment Rules
- Step 3: Enable IntelliAssign
- Step 4: Configure Webhook
Name of AI agent and Agent groups
Create groups
To get the names of the AI agent group and agent group, first, you'll need to create groups. This is because the chat routing logic is group-based. Therefore a group is needed for your agents and a group is needed for the AI agent itself. If you have multiple AI agents, then each AI agent would need to have its own group for chats to be routed properly.
To do so:
- Go to Settings > Groups in Freshchat dashboard
- Create a new group for the AI agent by clicking Add Group
- A new window pops up. In there, enter:
- Group Name. e.g. English AI agent
- Description. e.g. English AI agent Group
- Do NOT add the AI agent to this group
- Create another group for your agents by repeating the same steps above
- This is the group where chats will be transferred/escalated to from the AI agent
- Note the names down and send them over along with the API key to your Customer Success Manager after the initial settings are complete
Obtain API Key
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In Freshchat, go to Settings > API Tokens
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Click Generate Token
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A new token should appear below API Key
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Copy the API Key by hovering your cursor over it and click Copy
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- Send this with the names of the AI agent group(s) and the agent group(s) to your Customer Success Manager so they can get the group ID for you
- Change the AI agent's avatar and name by clicking on the link below SEND AS.
- Freshchat supports .PNG, .JPEG, .JPG and recommends the image has the same height and width. e.g. 300px by 300px.
Different AI agents in the AI agents - Advanced Dashboard can share the same API Key
Initial setup
Step 1: Setup Welcome message
Welcome Messages
Freshchat doesn't allow us to trigger our default welcome reply. A conversation starts when a customer writes something in the chat, until then the AI agent cannot join the chat. We use the welcome message in Freshchat as the starting point of the routing logic.
Topics (Settings > Topics) on Freshchat allow you to route conversations to different departments and configure a welcome message for each topic. Topics are excellent for routing chats in addition to assignment rules.
- Go to Settings > Topics > Click Add Topic
- Add a name and welcome message
- Enable "Assign to a group" and select the AI agent group you created
- Click Publish
Step 2: Setup assignment rules in Assignment Rules
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Go to Settings > Assignment Rules
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Create a new assignment rule
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Click Add New Rule and configure as follows:
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Select Any
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IF message sent from channel > equals > new AI agent topic (the welcome message created previously)
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THEN Assign to the AI agent group
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Step 3: Enable IntelliAssign
- Go to Settings > IntelliAssign
- Enable Intelliassign by switching the toggle
Step 4: Configure Webhook
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Go to Settings > Webhooks
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Click Enable and enter the information below in the fields:
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Webhook: https://chat.ultimate.ai/api/freshchatConverse
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Failure Notification: support@ultimate.ai
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Key things to remember
Note if you have multiple AI agents:
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AI agents can share the same API Key
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Each AI agent requires a different Group (e.g. English AI agent, German AI agent, Spanish AI agent)
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Create separate Topics and Assignment Rules for each AI agent
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AI agents can escalate to the same or to different departments
- AI agents can not hand over chats to other AI agents. Handover can only be done from AI agent to agent department
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